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Linking organizational service orientation to retailer profitability : insights from the service-profit chain
Briggs, Elten; Deretti, Sandro; Kato, Heitor T. - In: Journal of business research : JBR 107 (2020), pp. 271-278
Persistent link: https://www.econbiz.de/10012156757
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Consumer satisfaction and loyalty : two main consequences of retailer personality
Lombart, Cindy; Louis, Didier - In: Journal of retailing and consumer services 19 (2012) 6, pp. 644-652
Persistent link: https://www.econbiz.de/10009655495
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Kundenkarten und ihre Wirkung als Kundenbindungsinstrument
Helm, Roland; Ludl, Michaela - In: Journal of business economics : JBE 75 (2005) 12, pp. 1131-1163
Persistent link: https://www.econbiz.de/10003222776
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Satisfaction with service recovery : moderating effect of age in word-of-mouth
Moliner-Velázquez, Beatriz; Ruiz-Molina, María-Eugenia; … - In: The journal of consumer marketing 32 (2015) 6, pp. 470-484
Persistent link: https://www.econbiz.de/10011485855
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Frontline employee inspiration in retailing : conceptualization, scale development, sources, and customer outcomes
Neumüller, Kathrin - 2022
Persistent link: https://www.econbiz.de/10013188011
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Investigating the employee-customer relationship in a utilitarian context
Kearney, Treasa; Coughlan, Joseph; Kennedy, Aileen - In: Journal of marketing management : JMM ; journal of the … 37 (2021) 13/14, pp. 1287-1312
Persistent link: https://www.econbiz.de/10012695272
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The multichannel customer’s service experience : building satisfaction and trust
Fernández-Sabiote, Estela; Román, Sergio - In: Service business 10 (2016) 2, pp. 423-445
Persistent link: https://www.econbiz.de/10011722327
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The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu; Lin, Jiun-Sheng Chris - In: Journal of service management 28 (2017) 1, pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
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Care management to improve retail customers' and employees' satisfaction
Raggiotto, Francesco; Campagno, Cristiana; Scarpi, Daniele - In: Journal of retailing and consumer services 72 (2023), pp. 1-9
Persistent link: https://www.econbiz.de/10014253533
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Customer Level Profitability Implications of Satisfaction Programs : A Retailer Satisfaction Field Study
Narasimhan, Chakravarthi; Gupta, Mahendra; Foster, George; … - 2006
This paper reports the results of a longitudinal study of a beverage distributor who initiated a customer satisfaction program with its entire customer base of different types of retailers. We use a broad-based measure of customer satisfaction tailored to the company's operations, and we compute...
Persistent link: https://www.econbiz.de/10014058129